Retail reinvention and self help care portal

ABSTRACT

Systems and methods for implementing an in-store kiosk device as part of a retail reinvention and self-help care portal are disclosed. The in-store kiosk device may allow a consumer to self-diagnose problems with electronic devices, such as smart phones, and to seek technical or service related assistance with appropriate experts. The in-store kiosk device may also facilitate initiating a communication between the consumer and multiple experts, to help resolve any consumer technical or sales queries. In some examples, the in-store kiosk device has the added advantage of providing consumers with a means to have service or inventory-related issues addressed without having to wait for available in-store service staff. The in-store kiosk device may also facilitate electronic device exchange.

CROSS-REFERENCE TO RELATED APPLICATION

This application is a continuation of and claims priority to U.S. patentapplication Ser. No. 14/555,447, filed Nov. 26, 2014, which claimspriority to U.S. Provisional Patent Application No. 61/921,215, filedDec. 27, 2013, which applications are herein incorporated by referencein their entirety.

BACKGROUND

Retail stores that sell electronic devices, such as smart phones, oftenstruggle to provide consumers with adequate service assistance.Electronic devices are becoming more and more technical in nature andretail stores are finding it necessary to have access to service staffwith a high-degree of knowledge or familiarity with the electronicdevices on sale. Often, the sheer volume of requests for assistance farexceed the number of in-store service staff available, leaving consumersfrustrated at the lack of service support.

To address these issues, some retail stores have begun providingin-store assistance directories that allow consumers to access self-helpfor common issues without having to wait for an available in-storeservice staff. These directories may allow consumers to navigate throughgeneral information that targets common problems experienced withparticular electronic devices. However, these directories generally havea limited scope of assistance and are often helpful only if a consumeris able to self-diagnose an issue and adequately navigate through theassistance directory to find relevant self-help information.

SUMMARY

This disclosure describes systems and methods for implementing anin-store kiosk device as part of a retail reinvention and self-help careportal. The in-store kiosk allows a consumer to self-diagnose problemswith electronic devices, such as smart phones, and to seek technical orservice related assistance with appropriate experts. In some examples,the in-store kiosk device has the added advantage of providing consumerswith a means to have service or inventory-related issues addressedwithout having to wait for available in-store service staff.

This Summary is provided to introduce a selection of concepts in asimplified form that are further described below in the DetailedDescription. This Summary is not intended to identify key or essentialfeatures of the claimed subject matter, nor is it intended to be used asan aid in determining the scope of the claimed subject matter. The term“techniques,” for instance, may refer to system(s), method(s),computer-readable instructions, module(s), algorithms, hardware logic,and/or operation(s) as permitted by the context described above andthroughout the document.

BRIEF DESCRIPTION OF THE DRAWINGS

The detailed description is set forth with reference to the accompanyingfigures. In the figures, the left-most digit(s) of a reference numberidentifies the figure in which the reference number first appears. Theuse of the same reference numbers in different figures indicates similaror identical items or features.

FIG. 1 illustrates an overview of an in-store kiosk device that providesconsumers with service-related assistance.

FIG. 2 illustrates an overview of an in-store kiosk device that providesconsumers with a virtual retail assistance experience.

FIG. 3 illustrates an example in-store kiosk device with anapplications/services module and an authentication module.

FIG. 4 illustrates an example Electronic device with in-store kioskdevice with applications/services module and authentication module.

FIG. 5 illustrates a flow chart of an example process for establishing acommunication for service assistance between one or more appropriateexperts and a consumer, via the in-store kiosk device.

FIG. 6 illustrates a flow chart of an example process for establishing acommunication for retail assistance between one or more appropriateexperts and a consumer, via the in-store kiosk device.

FIG. 7 illustrates an example display of an in-store kiosk device with aplurality of appropriate experts.

FIG. 8 illustrates a flow chart of an example process of performing adiagnostic analysis on an electronic device.

DETAILED DESCRIPTION OVERVIEW

The disclosure describes herein an in-store kiosk device that allowsconsumers to self-diagnose problems associated with electronic devices,such as smart phones, and to seek technical or service-relatedassistance with appropriate experts. In some examples, the in-storekiosk device has the added advantage of providing consumers with a meansto have service or inventory-related issues addressed without having towait for available in-store service staff. In at least one example, thein-store kiosk may include features such as bill pay, accountmanagement, device diagnostics, device returns, consumer specificcoverage maps and an ability to connect with an appropriate expert viavoice or voice/video at any stage. In other examples, the in-store kioskdevice may provide consumers with retail assistance. The in-store kioskmay be integrated with a retailer's online content catalog and salesteam, allowing a consumer to search through a retailer's sales inventoryand direct inventory-related questions to an appropriate sales team.

In at least some examples, an in-store kiosk device may communicateexpert information to a consumer by displaying a relevant documentthrough an integrated display. In other examples, the in-store kioskdevice may be equipped with video-audio functionality, allowingconsumers to communicate directly with an appropriate expert. Thevideo-audio functionality can facilitate multiple experts or agenciesconferencing with the consumer.

The in-store kiosk device may include functionality that identifiesappropriate experts based on a context of interactions between theconsumer and the in-store kiosk device. For example, if a consumer isseeking assistance with a billing discrepancy, the in-store kiosk devicemay identify the context of the interactions as related to “accountmanagement” and then connect the consumer to an account managementexpert. The in-store kiosk device may provide a prompt requesting theconsumer to confirm a selection of an appropriate expert. In someexamples, if an appropriate expert has been erroneously identified, theconsumer may provide a selection that indicates the same, and select anappropriate expert from an available index listing.

In at least some examples, the in-store kiosk device may allow consumersto manage features associated with an electronics device. For example,if a consumer is having a problem with a smart phone, an in-store kioskdevice may be equipped with input devices capable of connecting to thesmart phone and performing a diagnostic analysis to help resolve theissue. The consumer may then be presented with a corrective option, oneof which may be to contact an appropriate expert through the in-storekiosk device.

ILLUSTRATIVE ENVIRONMENTS

FIG. 1 illustrates an example service-environment for implementing anin-store kiosk device 106 with a consumer 102 and/or a consumerelectronic device 104. As illustrated, a consumer 102 may interactdirectly with the in-store kiosk device 106 via a user interface 108,such as a touch-sensitive display, microphone, keyboard or joystick-likecontroller. The user interface 108 may be displayed on the in-storekiosk device 106, or alternatively, it may be presented on the consumerelectronic device 104 via an installed application. The user interface108 may present several service-related self-help options including, butnot limited to, a retail catalog 110, device management 112, accountmanagement 114, bill pay 116, tutorial 118, coverage maps 120, and acontact 122 option. Each of these options relate to individual servicesthat the consumer may perform independently, using the in-store kioskdevice 106.

For example, the retail catalog 110 option may integrate with aretailer's online content catalog and sales team to support purchasesmade through the in-store kiosk device 106. In at least one example, aconsumer 102 may select the retail catalog 110 option and search fordetailed information regarding a particular inventory item. In someexamples, the consumer 102 may be able to complete a sales transactionfor the inventory item using the in-store kiosk device 106.

In at least one example, the device management 112 option may allowconsumers to troubleshoot a problem with an electronic device. Forinstance, a communicative connection may be established between thein-store kiosk device 106 and the electronic device 104. Thecommunicative connection may allow for data to be transmitted to andfrom the electronic device 104. The communicative connection may beestablished through local wireless data networks or a personal areanetworks (e.g. Bluetooth or near field communication (NFC) networks).Further, the communicative connection may be established via wiredcomponents, such as an Ethernet port or a Universal Serial Bus (USB).

Once a communicative connection has been established between thein-store kiosk device 106 and the electronic device 104, the devicemanagement 112 option may initiate a diagnostic analysis of theelectronic device 104 to determine the underlying problem. Thediagnostic analysis may interrogate configuration settings and featuresof the electronic device 104, such as, but not limited to, existingapplication settings, operating system and firmware integrity, serviceprovider protocols, system, user customization settings, use profileinformation, and accessibility settings.

In at least one example, the diagnostic analysis may troubleshoot poorsignal quality by accessing service logs associated with the electronicdevice 104. The service logs may help distinguish signal qualityproblems caused by the electronic device 104 or the service providernetwork. For example, if an electronic device 104 repeatedly experiencespoor signal quality within a particular geographic location, thediagnostic analysis may determine that the poor signal quality is due toa known network drop-zone, rather than a problem with the electronicdevice 104.

Once a diagnostic analysis has been performed, the in-store kiosk device106 may display an indication to the consumer 102 of one or morecorrective options that may resolve the problem. The one or morecorrective options may include, but are not limited to, configuring theelectronic device by installing a new application, removing an existingapplication, configuring existing system preferences, configuring userpreferences associated with the electronic device, or recommending adifferent network-service plan if the electronic device is experiencingpoor signal quality due to poor existing network-service coverage.

In at least some examples, the diagnostic analysis may be performed by aremote server 124, and the results of the analysis transmitted to thein-store kiosk device 106. In these instances, a further communicativeconnection may be established between the in-store kiosk device 106 anda remote telecommunication server 124. Data that is relevant to adiagnostic analysis is the received by the in-store kiosk device 106from electronic device 104. The diagnostic information is then packagedand transmitted to a remote server 124 that performs the diagnosticanalysis. Once the diagnostic analysis is complete, an indication of oneor more corrective options to resolve the problem is transmitted fromthe remote server 124 to the in-store kiosk device 106. The in-storekiosk device 106 then presents the indication of the one or morecorrective options to the consumer 102.

In at least one example, the device management 112 option may alsofacilitate a device exchange. For example, the in-store kiosk device 106may provide an openable tray that unlocks to receive an electronicdevice 104 from the consumer 102. Upon receipt of the electronic device104 in the openable tray, the in-store kiosk device 106 may provide theconsumer 102 with a ticket or coupon that indicates that the consumer102 is entitled to a new electronic device 104 from the retail store.

The account management 114 option may allow consumers 102 to reviewaccount details and update details associated with a particular service.For example, a consumer 102 may review available credit associated witha smart phone plan, update a residential address associated with theaccount, or update a payment instrument that is linked to the account.

The bill pay 116 option may allow consumers to lodge a payment relatedto a bill or an inventory item for sale. The in-store kiosk device mayfacilitate Near Field Communication (NFC) based payments and any otherform of electronic-based or cash-based payments.

In some examples, the tutorial 118 option may provide a consumer withinstructions on how to use the in-store kiosk device 106. In at leastone example, the tutorial 118 option may also guide consumers throughimplementing one or more corrective options recommended by a diagnosticanalysis. The tutorials may be presented pictorially as a series ofsequential steps. In other examples, the tutorials are interactive withaudio-visual cues that guide a consumer 102 through the necessary stepsin performing a particular task.

The coverage maps 120 option may provide consumers 102 with a coveragemap that corresponds to a particular service. In at least one example,the coverage maps 120 may indicate geographic regions in which smartphone data service is available. In other examples, the coverage maps120 option may allow consumers to browse through coverage areas relatedto different network-service plans that the retailer may be promoting.

The contact 122 option may allow consumers to communicate specificquestions to one or more appropriately selected experts that retain arelevant knowledge base. The specific questions may relate to, but arenot limited to, device management 112, account management 113, andcoverage maps 120. The in-store kiosk device 106 may facilitateselecting an appropriate expert in a number of ways. A consumer may bepresented with an index listing of appropriate experts, or an indexlisting of category topics, such as, but not limited to, devicemanagement 112, account management 113 and coverage maps 120. Also, asdiscussed in more detail below, the selection of an appropriate expertmay also be based on contextual tracking of user interactions with thein-store kiosk device 106.

In at least some examples, an appropriate expert may be selected basedon the context of consumer interactions with the in-store kiosk device106. For instance, if a consumer 102 is experiencing poor signal qualitydue to a lack of network-service coverage, the contextual trackingfeature may recommend contacting a sales representative who may suggestenrolling in a better network-service coverage plan.

In some examples, the contact 122 option allows consumers to interactsimultaneously with multiple appropriate experts via the display of thein-store kiosk device 106. The in-store kiosk device 106 is equippedwith video-audio functionality to enable video conferencing betweenappropriate experts. The contact 122 option may optionally facilitateaudio only communications. In the event a video-audio communication isimplemented with multiple appropriate experts, the video imagery of eachappropriate expert may appear in separate sections of the displayscreen, such that the video imagery associated with each individualappropriate expert can be viewed by the consumer without obstruction. Inthe event that an appropriate expert is unavailable for a predeterminedamount of time, the in-store kiosk device may display a still image inplace of the video imagery. If the expert is unavailable for a period oftime that exceeds the predetermined amount of time, the request forexpert assistance may be re-directed to another appropriate expert.

FIG. 2 illustrates an example retail environment for implementing anin-store kiosk device 206 with a consumer 202. As illustrated, aconsumer 202 may interact directly with the in-store kiosk device 206via a user interface 208, such as a touch-sensitive display, microphone,keyboard, or joystick-like controller. The user interface 208 may bedisplayed on the in-store kiosk device 206, or alternatively, it may bepresented on the consumer electronic device 204 via an installedapplication. The user interface 208 may present several retail self-helpoptions, including, but not limited to, a retail catalog 210, tutorial212 and contact 214 option.

For example, the retail catalog 210 may integrate with a retailer'sonline content catalog and sales team to support purchases made throughthe in-store kiosk device 206. In at least one example, a consumer 202may select the retail catalog 210 option and search for detailedinformation regarding a particular inventory item or a category ofinventory items. In other examples, a consumer may search for multipleinventory items that share a common feature. For example, a search fortelevision units may be limited to those with a 1080p screen resolution.

The tutorial 212 may provide a consumer with instructions on how to usethe in-store kiosk device 206. In at least one example, the tutorial 212option may also provide consumers with additional information on theinventory items within the retail catalog 210. For example, the tutorial212 option may provide information on the benefit of particular featuresfound in inventory items within the retail catalog 210. For instance, ifa consumer is searching for television units with different screenresolutions, the tutorial 212 option may illustrate the benefit of ahigh definition screen resolution over a standard definition screenresolution. The tutorials may be presented pictorially as a series ofstill images. In other examples, the tutorials are interactive withaudio-visual cues that guide a consumer 202 through the particularfeatures of an inventory item or category of inventory items.

The contact 214 option may allow consumers to communicate specificquestions related to inventory items, to one or more appropriatelyselected experts that retain a relevant knowledge base. The specificquestions may relate to, but are not limited to, specific inventoryitems found in the retail catalog 210, or a category of inventory itemsfound in the retail catalog 210. In at least one example, a consumer 202may submit a question about inventory items that retain a specificfeature, such as 1080p screen resolution for television units. In otherexamples, a consumer 202 may inquire of other technical specificationsor retail-related features, such as service warranties. A consumerinquiry may also relate to comparing multiple inventory items found inthe retail catalog 210. Alternatively, the consumer inquiry may relateto comparing inventory items found in the retail catalog 210 withsimilar inventory items sold by other retailers, but not listed in theretail catalog 210.

Once a consumer has submitted a specific question or inquiry related toan inventory item or category of inventory items, the in-store kioskdevice 206 may facilitate selecting an appropriate expert in a number ofways. For example, a consumer 202 may be presented with an index listingof appropriate experts or an index listing of catalog items, with eachcatalog item being appropriately associated to one or more appropriateexperts. Also, as discussed in more detail below, the selection of anappropriate expert may also be based on contextual tracking of userinteractions with the in-store kiosk device 206.

In at least some examples, an appropriate expert may be selected basedon the context of consumer interactions with the in-store kiosk device.For instance, using the above example, the context tracking feature mayassociate a consumer 202 browsing through a particular section of theretail catalog 210 with a particular sales team. If the consumer settleson a particular electronic device within the retail catalog 210, thecontext tracking feature may suggest a particular sales teamrepresentative 218 as well as a technical service staff 216, both ofwhom are familiar with the particular electronic device.

In some examples, the contact 214 option also allows the consumer tointeract simultaneously with multiple appropriate experts via thedisplay of the in-store kiosk device 206. The in-store kiosk device 206is equipped with video-audio functionality to enable video conferencingbetween appropriate experts. The contact 214 option may optionallyfacilitate audio only communications. In the event a video-audiocommunication is implemented with multiple appropriate experts, thevideo imagery of each appropriate expert may appear in separate sectionof the display screen, such that the video imagery associated with eachindividual appropriate expert can be viewed by the consumer withoutobstruction. In the event that an appropriate expert is unavailable fora predetermined amount of time, the in-store kiosk device may display astill image in place of the video imagery. If the expert is unavailablefor period of time that exceeds the predetermined amount of time, therequest for an expert assistance may be re-directed to anotherappropriate expert.

FIG. 3 illustrates an example of an in-store kiosk device 302 configuredfor a service environment and/or a retail environment. In variousexamples, the in-store kiosk device 302 can correspond to in-store kioskdevice 106 and in-store kiosk device 206. As illustrated in FIG. 3, thein-store kiosk device 302 may include processor(s) 304 and memory 306.The memory 306 may include applications/services module 308, anauthentication module 310, and a device operating system (OS) 312. Thein-store kiosk device 302 may also include one or more input/outputdevices 314 and a network interface 316.

In at least one example, the processor(s) 304 is a central processingunit (CPU) a graphics processing unit (GPU), or a both a CPU and GPU, orany other sort of processing unit. Each of the one or more processors(s)may have numerous arithmetic logic units (ALUs) that perform arithmeticand logical operations as well as one or more control units (CUs) thatextract instructions and stored content from processor cache memory, andthen executes these instructions by calling on the ALUs, as necessaryduring program execution. The processor(s) 304 may also be responsiblefor executing all computer applications stored in the memory 306, whichcan be associated with common types of volatile (e.g., random accessmemory, or RAM) and/or nonvolatile (e.g., read-only memory, or ROM)memory.

In some examples, memory 306 may include system memory, which may bevolatile (such as RAM), non-volatile (such as ROM, flash memory, etc.)or some combination of the two. The memory may also include additionaldata storage devices (removable and/or non-removable) such as, forexample, magnetic disks, optical disks, or tape.

Memory 306 may further include non-transitory computer-readable media,such as volatile and nonvolatile, removable and non-removable mediaimplemented in any method or technology for storage of information, suchas computer readable instructions, data structures, program modules, orother data. System memory, removable storage and non-removable storageare all examples of non-transitory computer-readable media. Examples ofnon-transitory computer-readable media include, but are not limited to,RAM, ROM, electronically erasable and programmable ROM (EEPROM), flashmemory or other memory technology, compact disk ROM (CD-ROM), digitalversatile disks (DVD) or other optical storage, magnetic cassettes,magnetic tape, magnetic disk storage or other magnetic storage devices,or any other non-transitory medium which can be used to store thedesired information and which can be accessed by the kiosk device. Anysuch non-transitory computer-readable media may be part of the kioskdevice.

In some examples, the applications/services module 308 may include anytype of application and/or service. For instance, theapplications/services module 308 may include a repository ofapplications related to a plurality of electronic devices, diagnosticanalysis tools to interrogate electronic devices, network-service areacoverage maps, service account management tools, retail inventoryrepositories, retail catalog information, and applications thatfacilitate video-audio or audio communications with appropriate expertsfor technical or sales assistance.

In some examples, the authentication module 310 is configured to performauthentication on a plurality of electronic devices using anauthentication scheme specific to each electronic device type.

As is further illustrated in FIG. 3, the one or more input/outputdevices 314 may include any type of output devices known in the art,such as a display (e.g. a liquid crystal display), speakers, a vibratingmechanism, or a tactile feedback mechanism. Input/output devices alsoinclude ports for one or more peripheral devices, such as headphones,peripheral speaks, or a peripheral display. Further, the input/outputdevices 314 includes any type of input devices known in the art. Forexample, input/output devices may include a camera, a microphone, akeyboard/keypad, or a touch-sensitive display. A keyboard/keypad may bea push button numerical dialing pad (such as on a typicaltelecommunication device), a multi-key keyboard (such as a conventionalQWERTY keyboard), or one or more other types of keys or buttons, and mayalso include a joystick-like controller and/or designated navigationbuttons, or the like.

In at least some examples, the network interface 316 may include anysort of transceiver known in the art. For example, the network interfacemodule may include a radio transceiver that performs the function oftransmitting and receiving radio frequency communications via anantenna. The network interface may facilitate wireless connectivitybetween the kiosk device and other electronic devices through atelecommunication network, such as a remote telecommunication server. Inaddition, the network interface may also include a wirelesscommunication transceiver and a near field antenna for communicatingover unlicensed wireless internet protocol (IP) networks, such as localwireless data networks and personal area networks (e.g. Bluetooth ornear field communication (NFC) networks). Further, the network interfacemay include wired communication components, such as an Ethernet port ora universal serial bus (USB).

FIG. 4 illustrates an electronic device 404 that is capable ofcommunicating with the in-store kiosk device 106. The electronic device402 may be any sort of electronic device 402(1), 402(2), 402(3), and/or402(n), such as a cellular phone, a smart phone, a tablet computer, anelectronic reader, a media player, a gaming device, a personal computer(PC), a laptop computer, etc. In various examples, the electronic device402 can correspond to electronic device 104 and electronic device 204.The electronic device 402 may also be a mobile telecommunication device,capable of being moved from location to location and used in a pluralityof locations. The electronic device 402 may have a subscriber identitymodule (SIM), such as an eSIM, to identify the electronic device 402 toa telecommunication service provider network (also referred to herein as“telecommunication network”).

As is further illustrated in FIG. 4, the electronic device 402 mayinclude an applications/services module 408. The applications/servicesmodule 408 may include an in-store kiosk application 410 that initiatesa communicative connection with a nearby in-store kiosk device 106, 206,and/or 302. The Application may initiate a communicative connection overan unlicensed wireless IP networks, such as local wireless data networksand personal area networks (e.g., Bluetooth or NFC networks). Further,the communicative connection may be initiated via wired communicationcomponents, such as an Ethernet port or a USB.

EXAMPLE PROCESSES

FIG. 5 illustrates a flow chart of an example process of theservice-related self-help options implemented by an in-store kioskdevice. At 502, the in-store kiosk device receives a service request forassistance with an electronic device. The request may be received viaany input device associated with the in-store kiosk device or via anin-store kiosk application installed on the electronic device itself.

At 504, the in-store kiosk device may initiate a communicativeconnection with the electronic device. The communicative connection maybe initiated through local wireless data networks or a personal areanetworks (e.g. Bluetooth or NFC networks). Further, the communicativeconnection may be established via wired communication components, suchas an Ethernet port or a USB. In at least one example, the electronicdevice may initiate a communicative connection with the in-store kioskdevice via an in-store kiosk application installed on the electronicdevice.

At 506, the in-store kiosk device may authenticate the electronic deviceusing an authentication scheme that is specific to the electronic devicetype. If the selected authentication scheme determines that therequesting device is authorized to access the service, access to theservice is provided. If the selected authentication scheme determinesthat the electronic device is not authorized to access the service,access to the service is prevented. In at least one example,authentication of the electronic device is determined by initiating acommunicative connection between the requesting device and the in-storekiosk device via the in-store kiosk application installed on theelectronic device.

At 508, the in-store kiosk device enables context tracking of userinteractions with the in-store kiosk device. Context tracking capturesand tags all applications and services that a consumer may navigatethrough while using the in-store kiosk device.

At 510, the consumer may interact with one or more service relatedself-help options provided by the in-store kiosk device. The self-helpoptions may include, but are not limited to, device management, accountmanagement, bill pay, tutorial, coverage maps and a contact option.

In some circumstances, a consumer may decide to select the contactoption to initiate a communication with one or more appropriate experts.At 512, when a consumer decides to contact one or more appropriateexperts, the captured context tracking is used to identify one or moreappropriate experts who are likely to retain a relevant knowledge base.For example, when a consumer is navigating through the billing screen ofaccount management selection, the context tracking feature may suggestan appropriate expert from the account management department.

At 514, an indication of the suggested one or more appropriate expertsis presented to the consumer through the in-store kiosk device displayscreen. At 516, the consumer indicates whether the suggested one or moreappropriate experts are acceptable. At 518, if the consumer indicatesthat the suggested one or more appropriate experts are acceptable, thena communication is initiated between the one or more appropriate expertsand the consumer, via in-store kiosk device.

At 516, if however, the consumer indicates that the suggested one ormore appropriate experts are not acceptable, then the in-store kioskdevice may display an index listing of appropriate experts for theconsumer to select independently. The index listing of appropriateexperts may be arranged in any manner. For example, the index listingmay be ordered by application or service type, with each application orservice type being assigned one or more appropriate experts.

At 520, the consumer selects one or more appropriate experts from thesuggested index listing. The consumer is then prompted to confirm theselection of appropriate experts, at 516. At 518, in response toaccepting the selected one or more appropriate experts, a communicationis initiated between the consumer, via the in-store kiosk device, andthe selected one or more appropriate experts.

FIG. 6 illustrates a flow chart of an example process of the retailreinvention virtual shopping experience. At 602, the in-store kioskdevice receives a consumer request for retail assistance.

At 604, the in-store kiosk device enables context tracking of userinteractions with the in-store kiosk device. Context tracking capturesand tags all applications and services that a consumer may navigatethrough while using the in-store kiosk device.

At 606, the consumer may interact with one or more service relatedself-help options provided by the in-store kiosk device. The consumermay browse through the retail catalog option available on the in-storekiosk device, and identify particular inventory items or categories ofinventory items.

In at least some examples, a consumer may select the contact option onthe in-store kiosk device to initiate a communication with one or moreappropriate experts. The one or more appropriate experts may providetechnical support or sales support. At 608, when a consumer decides tocontact one or more appropriate experts, the captured context trackingis used to identify one or more appropriate experts who are likely toretain a relevant knowledge base. For example, when a consumer isnavigating a category of television units with a 1080p screenresolution, the context tracking feature may suggest a particular salesteam representative that is familiar with the category of televisionunits as well as technical service staff who may be familiar withspecific features, such as the 1080p screen resolution.

In at least one example, if a consumer is requesting assistance with acategory of items, the in-store kiosk device may suggest one or moreappropriate experts that are associated with competing manufacturers ofinventory items within the category of items. In this instance, theconsumer may benefit from understanding the advantages and disadvantagesof competing inventory items directly from the competing manufacturers.

At 610, an indication of the suggested one or more appropriate expertsis presented to the consumer through the in-store kiosk device displayscreen. At 612, the consumer indicates whether the suggested one or moreappropriate experts are acceptable. At 614, if the consumer indicatesthat the suggested one or more appropriate experts are acceptable, thena communication is initiated between the one or more appropriate expertsand the consumer, via in-store kiosk device.

At 612, if however, the consumer indicates that the suggested one ormore appropriate experts are not acceptable, then the in-store kioskdevice may display an index listing of appropriate experts for theconsumer to select independently. The index listing of appropriateexperts may be arranged in any manner. For example, the index listingmay be ordered by application or service type, with each application orservice type being assigned one or more appropriate experts. At 616, theconsumer selects one or more appropriate experts from the suggestedindex listing. At 612, the consumer is then prompted to confirm theselection of appropriate experts. At 614, in response to accepting theselected one or more appropriate experts, a communication is initiatedbetween the consumer, via the in-store kiosk device, and the selectedone or more appropriate experts.

FIG. 7 illustrates an example embodiment of establishing a communicationbetween multiple experts and the in-store kiosk device. The in-storekiosk device is equipped with video-audio functionality to enable avoice call, a video call, a video chat or a text messaging conversation.In the event that a video chat or video call is established with morethan one expert, each expert may appear in a separate section or windowof the display screen. This allows the user of the in-store kiosk deviceto view each expert image without obstruction.

In at least one example, a communicative connection is initiated betweenone or more appropriate experts 704, 706, 708, and 710 and the consumervia in-store kiosk device 702. In various examples, the in-store kioskdevice 702 can correspond to the in-store kiosk device 106, 206, and302. In instances, where an appropriate expert 710 is unavailable toanswer the communication, the in-store kiosk device 702 may display astill image indicating that the appropriate expert 710 is unavailable toprovide assistance, for a predetermined amount of time. If the expert isunavailable for period of time that exceeds the predetermined amount oftime, the request for assistance may be re-directed to anotherappropriate expert.

In at least one example, the appropriate experts 704, 706, 708, and 710are selected by the in-store kiosk device 702, or a network componentsuch as a server(s). The appropriate experts 704, 706, 708, and 710 maybe identified from an expert database stored on a remote server 124, asillustrated earlier in support of FIG. 1. In some examples, appropriateexperts 704, 706, 708, and 710 may submit bids to the server(s) in orderto provide assistance to a consumer. For instance, if a consumer has aspecific question regarding the high-definition televisions, appropriateexperts from different manufacturers may bid to provide technicalassistance to the consumer. The bids may indicate an amount of moneythat the respective appropriate experts are willing to pay to provideassistance to a user of the in-store electronic device.

In some embodiment, an appropriate expert may choose to associatedifferent bid amounts for different types of service. For example, anappropriate expert may bid X to provide sales assistance, and may bid Yto provide technical assistance.

The selected appropriate experts may be determined based on the bidprice, technical knowledge base and other factors such as for example,whether the appropriate expert has enough money to pay the bid price. Insome examples, the appropriate expert is selected based on submitting abid with the largest amount of money. Other bidding arrangements arealso possible such as, for example, submitting a nominal bid amount anda maximum bid amount, whereby the nominal bid amount increases to a bidamount higher than the next highest bid amount, up to the maximum bidamount.

FIG. 8 illustrates a flow chart of an example process of performing adiagnostic analysis on an electronic device. At 802, the in-store kioskdevice receives a request for a diagnostic analysis of an electronicdevice. The request may be received via any input device associated withthe in-store kiosk device or via an in-store kiosk application installedon the electronic device itself

At 804, the in-store kiosk device may initiate a communicativeconnection with the electronic device. The communicative connection maybe initiated through local wireless data networks or a personal areanetworks (e.g., Bluetooth or NFC networks). Further, the communicativeconnection may be established via wired communication components, suchas an Ethernet port or a USB. In at least one example, the electronicdevice may initiate a communicative connection with the in-store kioskdevice via an in-store kiosk application installed on the electronicdevice.

At 806, once a communicative connection has been established between thein-store kiosk device and the electronic device, a diagnostic analysisof the electronic device may be initiated. The diagnostic analysis mayinterrogate configuration settings and features of the electronic device104, 204, and/or 402, such as, but not limited to, existing applicationsettings, operating system integrity, service provider protocols,system, user customization settings, use profile information, andaccessibility settings.

In at least some examples, the diagnostic analysis may be performed by aremote server, and the results of the analysis transmitted to thein-store kiosk device. In these instances, a further communicativeconnection may be established between the in-store kiosk device and aremote telecommunication server. Data that is relevant to a diagnosticanalysis is the received by the in-store kiosk from electronic device.The diagnostic information is then packaged and transmitted to a remoteserver that performs the diagnostic analysis. Once the diagnosticanalysis is complete, an indication of one or more corrective options toresolve the problem is transmitted from the remote server to thein-store kiosk device.

At 808, once the diagnostic analysis has been performed, the in-storekiosk device may display an indication to the consumer of one or morecorrective options that may resolve the problem. The one or morecorrective options may include, but are not limited to, configuring theelectronic device by installing a new application, removing an existingapplication, configuring existing system preferences, or configuringuser preferences associated with the electronic device.

At 810, the consumer may select one of the one or more correctiveoptions displayed on the in-store kiosk device. At 812, the in-storekiosk device may perform the selected corrective option. In someembodiments, a corrective option may be to exchange the electronicdevice. In these instances, the in-store electronic device may providean openable tray that unlocks to receive an electronic device from theconsumer. Upon receipt of the electronic device in the openable tray,the in-store kiosk device may provide the consumer with a ticket orcoupon that indicates that the consumer is entitled to a new electronicdevice from the retail store.

CONCLUSION

Although the subject matter has been described in language specific tofeatures and/or methods, it is to be understood that the subject matterdefined in the appended claims is not necessarily limited to thespecific features or acts described herein. Rather, the specificfeatures and acts are disclosed as exemplary forms of implementing theclaims.

What is claimed is:
 1. A method comprising: receiving from a kioskdevice, by one or more computing devices, a request for assistance, therequest being associated with an electronic device that iscommunicatively coupled to the kiosk device; receiving, by the one ormore computing devices, one or more interactions from the kiosk device;identifying, by the one or more computing devices, one or moreappropriate experts to receive the request for assistance, theidentifying based at least in part on one or more of the interactions;establishing, by the one or more computing devices through the kioskdevice, a communication between the identified one or more appropriateexperts and a user associated the electronic device; and providing oneor more of the one or more of the interactions to the one or moreappropriate experts.
 2. The method recited in claim 1, wherein thecommunication further comprises at least one of a voice call, a videocall, a video chat, or a text messaging conversation.
 3. The methodrecited in claim 1, wherein the establishing the communication occursamong two or more appropriate experts and the user, and furthercomprising: transmitting the communication from the two or moreappropriate experts to the user substantially simultaneously through thekiosk device.
 4. The method recited in claim 1, wherein the one or moreappropriate experts include at least one of a technical expert of theelectronic device, a technical expert of a service provider thatprovides services to the electronic device, an accounts expert of theservice provider, or a sales expert.
 5. The method recited in claim 1,wherein the one or more interactions are continually tracked by thekiosk device or by the one or more computing devices during theinteractions between the user and the kiosk device.
 6. The methodrecited in claim 1, wherein the establishing the communication furthercomprises: in response to at least one appropriate expert of the one ormore appropriate experts being unavailable to receive the communicationwithin a predetermined period of time, transmitting a call-waiting audiocommunication through the kiosk device; and ceasing the call waitingaudio communication and establishing the communication between the atleast one appropriate expert and the user associated with the electronicdevice through the kiosk device when the at least one appropriateexperts becomes available to receive the communication.
 7. The methodrecited in claim 1, wherein the establishing the communication furthercomprises: in response to at least one appropriate expert of the one ormore appropriate experts being unavailable to receive the communicationfor a predetermined period of time, transferring the communication toanother appropriate expert.
 8. The method recited in claim 1, furthercomprising: determining, based at least in part on the one or moreinteractions, that the request for assistance relates to a context thatincludes at least one of a billing inquiry, an account informationinquiry, a technical service inquiry, a hardware related inquiry; andwherein the identifying includes identifying one or more appropriateexperts based at least in part on the context.
 9. One or morenon-transitory computer-readable media storing computer-executableinstructions that, when executed on one or more processors, causes theone or more processors to: receive a request for assistance from a userof an in-store kiosk device, the request being related to an electronicdevice; establish a wired or wireless first communication channelbetween the in-store kiosk device and the electronic device; receive, atthe in-store kiosk device, diagnostic information provided by, orretrieved from, the electronic device via the first communicationchannel; receive one or more interactions from a user at the in-storekiosk device; identify one or more appropriate experts based at least inpart on the one or more interactions and the diagnostic information;establish, through the in-store kiosk device, a second communicationchannel between the one or more appropriate experts and the user; andprovide the at least one of the one or more interactions or thediagnostic information to the one or more appropriate experts.
 10. Theone or more non-transitory computer-readable media of claim 9, whereinthe diagnostic information associated with the electronic deviceincludes at least one of service provider protocols, system integritydata, user customization setting, user profile information, oraccessibility settings.
 11. The one or more non-transitorycomputer-readable media of claim 9, wherein the request for assistanceis related to a category of products; and wherein the identifying theone or more appropriate experts includes identifying at least oneappropriate expert associated with at least one individual productwithin the category of products.
 12. The one or more non-transitorycomputer-readable media of claim 9, wherein the identifying the one ormore appropriate experts further comprises: receiving bids from aplurality of appropriate experts to provide assistance to the user ofthe in-store kiosk device; and selecting the one or more appropriateexperts based at least in part on the bids.
 13. The one or morenon-transitory computer-readable media of claim 12, wherein the bidscomprise: a first bid price for providing sales assistance; and a secondbid price for providing technical assistance.
 14. The one or morenon-transitory computer-readable media of claim 9, wherein instructionsfurther cause the one or more processors to: establish a thirdcommunication channel over a network between the in-store kiosk deviceand a remote source; and perform a diagnostic analysis of the electronicdevice at the remote source based at least in part on one or more of thediagnostic information provided by, or retrieved from, the electronicdevice and the one or more interactions with the in-store kiosk device.15. The one or more non-transitory computer-readable media of claim 9,wherein establishing the first communication channel with the electronicdevice further comprises: authenticating, with an authentication moduleof the in-store kiosk device, the electronic device to determine thatthe electronic device is associated with the user.
 16. A kiosk devicecomprising: one or more inputs; one or more transceivers to send andreceive one or more wired or wireless transmissions; a connector, incommunication with the one or more transceivers, the connectorcomprising a receptacle for an electronic device, a physical connectorfor connecting to the electronic device, or both; memory storing one ormore of an application/services module, an authorization module, and adevice management module; and one or more processors in communicationwith at least the one or more inputs, the one or more transceivers andthe memory, the memory including computer executable instructions tocause the one or more processors to: receive, at the one or more inputs,a request for assistance that is related to the electronic device;establish, with the one or more transceivers, a first connection withthe electronic device; access diagnostic information associated with theelectronic device through the first connection; perform, with the devicemanagement module, a diagnostic analysis of the electronic device basedat least in part on the diagnostic information; and provide anindication corresponding to one or more corrective options, based atleast in part on the request for assistance and the diagnostic analysis.17. The kiosk device of claim 16, wherein performing the diagnosticanalysis further comprises: establishing a second connection with aremote source over a network; transmitting the diagnostic information tothe remote source; and receiving additional diagnostic analysis from theremote source.
 18. The kiosk device of claim 16, wherein the one or morecorrective options associated with the electronic device include one ormore of: installing a new application on the electronic device; removingan existing application from the electronic device; re-installing anexisting application on the electronic device; reconfiguring existingsystem preferences on the electronic device; or reconfiguring userpreferences associated with the electronic device.
 19. The kiosk deviceof claim 16, wherein the memory further causes the one or moreprocessors to: identify one or more appropriate experts to receive therequest for assistance based at least in part on the diagnosticanalysis; and initiate a second connection over a network with the oneor more appropriate experts.
 20. The kiosk device of claim 16, whereinthe one or more corrective options includes exchanging the electronicdevice for another electronic device.